Setup steps
Choose severity by caller impact
Use critical when live callers cannot reach the business or urgent calls are trapped. Use high when a workflow is degraded, transfers fail, or integrations are blocking follow-up. Use normal for setup questions, tuning, billing review, or non-urgent behavior changes.
Include the affected workflow
Send the phone number, workspace, agent or workflow name, caller time zone, approximate timestamps, and whether the issue affects all calls or only a call type.
Attach examples without exposing secrets
Include call IDs, transcript links, screenshots, or destination-tool errors when available. Do not paste API keys, passwords, private tokens, or caller-sensitive data into email text.
State the fallback status
Tell support whether calls are still forwarding to Havio, temporarily routed to staff, going to voicemail, or paused. This changes the urgency and the safest next step.